Our Customer Service team is on hand to help ensure your shopping experience is as smooth and enjoyable as possible.
If you have a question about your online order, please see if your question is answered below.
Q. Where is my order?
A. Please check which delivery option you have selected.
Standard delivery: We aim to deliver your order within 2 – 5 working days.
Next day and Saturday: Please follow the link on your despatch confirmation email to track this through the DHL website.
Alternatively you can call their tracking line on 0844 248 0555, however, you will need to have your tracking number to hand.
If your parcel has not been delivered within the stated times then either contact the tracking line (for Next Day or Saturday) or Customer Services for Standard Delivery.
Q. I’ve forgotten my password – can you email it to me please?
If you have forgotten your password, don’t panic, we can email it to you.
Simply click here , fill in your email address and we’ll send you a new one straight away. We strongly recommend that you change your password immediately after using this service.
Q. My account has been locked – can you please unlock it for me?
Please call us on 01923 473561 between 9am and 5pm Monday to Friday and we will be happy to unlock your account for you.
Q. When are you getting more ranges on your site? Why don’t you sell everything online that you sell in store?
We launched our online shop in 2009 and wanted to test the demand for our products online. Due to the way we source our products this was a huge venture for us – but it's been very successful so far. We know you want to buy it all online so we’re gradually selling more and more. To see what exciting ranges we'll be selling online soon, click here.
Q. Can I change my order?
A. Once your order has been confirmed, it's not possible for you to change it prior to despatch. Please read the order form carefully and the Terms and Conditions before submitting your order.
Q. Can I cancel my order?
Once your order has been confirmed it cannot be cancelled on the website. Once the goods have been received they may be returned. Please refer to the Returns Policy for more information. This does not affect your rights of cancellation as per The Consumer Protection (Distance Selling) Regulations 2000.
Please click here to read our Terms and Conditions for more details about your rights of cancellation.
• If your question isn't answered above, please click here to see all of our FAQs.
If you have a more specific query, please contact us in the following ways:
For all online order queries, please email email@example.com
For store queries, please email firstname.lastname@example.org
We'll do our very best to respond to your email within 2 working days.
For general enquiries, please contact our switchboard on 01923 473 000.
For specific Customer Service queries , please call on 01923 473 561. Please note our opening hours are 9am-5pm Monday to Friday.
Alternatively you can contact us by fax or post:
Fax: 01923 473500
Post: Customer Service Team, TK Maxx, 50 Clarendon Rd, Watford, Herts WD17 1TX
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